Download - Email Etiquettes 110
Himanshu Dhaga (Manager Training)
Effective Email GuidelinesEffective Email Guidelines
Contents Email Has Become Ineffective Poor Usage Examples Use Smart Subject Lines Think Before You Click Write for Action Reducing the Load Quality Communications Recommended Standards General Tips Call to Action
Email Has Become Ineffective It’s a double-edged problem Too many messages are floating
around Half are unnecessary The other half are ineffective
Fixing the problem lies on our shoulders
Poor Usage Examples
No subject lineNo subject line
Poor Usage
Action required and key points are Action required and key points are hidden in the messagehidden in the message
Poor Usage
-----Original Message-----From: Sent: Monday, January 08, 2001 5:46 PMTo: IMS OperationsSubject: Information I will be gone all day Tuesday/01-9-01 at an Operations Offsite Staff Meeting.I will be accessible via cell or pager listed below- Thanks
Misusing the global distribution listMisusing the global distribution list
Poor Usage
Discussion that could have been done Discussion that could have been done on the phoneon the phone
Use Smart Subject Lines
All messages should have clear and specific “Subject Lines” that describes the message content specifies if there are any actions required
& due dates mentions clearly who the message is for
Subject Line Template:TAG description [actions] [due date] [(EOM)]
Use Smart Subject Lines
Good Subject Line Examples FYI ONLY: Meeting minutes from 3/14 discussion WSR: Joe Smith – Operations WW17 ARs Included: Minutes from MRC, all ARs due Friday 4/1 DISTRIBUTE: Program POR updated & related information Bob, Joe: need you at noon meeting Wed w/ your updates AGENDA: Staff meeting Thurs 3/12 10:00 pm Mary: I will attend the WW FTF & present summary. (EOM)
Poor Subject Line Examples Weekly Minutes Here are the URLs Re: presentation (blank subject line) Unrelated subject line – sending an email with an old subject
line that does not relate to this message
TAG description [action] [due dates] [(EOM)]TAG description [action] [due dates] [(EOM)]
Use Smart Subject Lines
If you can type your entire message in the subject line and don’t need to write anything in the body of the message - do so!
Type (EOM) at the end of the subject line. EOM means “end of message”
Think Before You Click
Don’t automatically “REPLY TO ALL”.
Take one last look at your distribution list – is this email necessary for all recipients.
Once the email discussion goes beyond 2-3 replies anyway, it’s time to pick up the phone
Write For Action
In the first 1-3 lines of your email, specify what this email is about. Does it include action required? Does it require a reply back by a certain
date? What information is contained that the
reader will find necessary for their job?
Use the To: and Cc: addresses appropriately
Reducing the Load
Overloaded – system & recipient Use text messages every time you
can Status Reports, Meeting Minutes, Trip
Reports, Simple Proposals Use formatted documents when
necessary Spreadsheets, presentations, formal
documents Stop replies before they start
If a reply is not required, end your message with “(Reply Not Necessary)”
Quality Communications
Email is not the right communication tool when “quick response” is needed
Use email to convey non-sensitive or non-emotional information
Quality Communications
If an email discussion doesn’t end in 1-2 replies and get the results that are necessary – STOP
Ask yourself, are you sharing expertise, or just venting
Constructive confrontation or disagreements do NOT get resolved in email
Recommended Standards
Recommended Subject Line Tags: URG - Stop everything, read me
first HOT - Need immediate attention RSP - Need you to respond,
either way MTG - New/modified meetings FWD - Forward to your respective
group(s) HLP - Need information,
assistance with a problem FYI - Just for your information ACT - Needs action
Recommended Standards
Rules: No outlook templates or “pretty stationary"
when sending/replying messages Reply to sender only. Only "Reply to All"
when absolutely necessary PowerPoint Files: Zip all attachments. Large
files; use shared server or websites When possible, short messages should be
written in the subject line, with the EOM tag
Recommended Standards
Rules: No discussions in email. When people start
"talking" in email, please stop Carbon Copy your manager if you really
need to Do not use UPPER case alphabets unless
using it as a title. This gives a negative connotation (looks like you are yelling those words)
General Tips
Use Follow Up Flags. If you find you are on a distribution list you
don’t need to be on send a note to the originator to be removed.
If you get involved in an email discussion that you don’t need to be in ask to be taken off the distribution.
While forwarding the message delete the list of email addresses if not necessary
If you see someone else practicing bad email etiquette send a friendly note and ask them to correct it
Incoming Email Tips: Process your email in batches Don’t overreact to nuance in email
General Tips
General Tips
Font: Use standard font throughout the message
content Avoid colored fonts in a professional email Be very specific with the use of bold, italic
or underline font style Keep the size of the font visible and
constant Paragraph and line spacing should be
legitimate and visually appealing Avoid short forms or slang (e.g. ‘u’ instead
of ‘you’, ‘y’ instead of ‘why’, ‘r’ instead of ‘are’, etc)
ExamplesFrom: XYZSent: Monday, January 08, 2001 5:46 PMTo: ABCSubject: Information
Dear Sir,
With reference to the below mentioned mail, I would like to mention here that the required action was taken long back and hence there was no need to escalate the issue to a higher level. With reference to the below mentioned mail, the issue to a higher level.
With reference to the below mentioned mail, I would like to mention here that the required action was taken long back and hence there was no need to escalate the issue to a higher level With reference to the below mentioned mail.
Regards,XYZ
ExamplesFrom: XYZSent: Monday, January 08, 2001 5:46 PMTo: ABCSubject: Information
Dear Sir,
With reference to the below mentioned mail, I would like to mention here that the required action was taken long back and hence there was no need to escalate the issue to a higher level. With reference to the below mentioned mail, I would like to mention here that the required action was taken long back and hence there was no need to escalate the issue to a higher level With reference to the below mentioned mail, I would like to mention here that the required action was taken long back and hence there was no need to escalate the issue to a higher level With reference to the below mentioned mail, I would like to mention here that the required action was taken long back and hence there was no need to escalate the issue to a higher level
With reference to the below mentioned mail, I would like to mention here that the required action was taken long back and hence there was no need to escalate the issue to a higher level With reference to the below mentioned mail, I would like to mention here that the required action was taken long back and hence there was no need to escalate the issue to a higher level With reference to the below mentioned mail.
Regards,XYZ
ExamplesFrom: XYZSent: Monday, January 08, 2001 5:46 PMTo: ABCSubject: Information
Dear Sir,
With reference to the below mentioned mail, I would like to mention here that the required action was taken long back and hence there was no need to escalate the issue to a higher level. With reference to the below mentioned mail, I would like to mention here that the required action was taken long back and hence there was no need to escalate the issue to a higher level With reference to the below mentioned mail, I would like to mention here that the required action was taken long back and
HENCE THERE WAS NO NEED TO ESCALATE THE ISSUE TO A HIGHER LEVEL WITH REFERENCE TO THE BELOW MENTIONED mail, I would like to mention here that the required action was taken long back and hence there was no need to escalate the issue to a higher level
action was taken long back and hence there was no need to escalate the issue to a higher level With reference to the below mentioned mail.
Regards,XYZ
ExamplesFrom: XYZSent: Monday, January 08, 2001 5:46 PMTo: ABCSubject: Information
Dear Sir,
With reference to the below mentioned mail, I would like to mention here that the required action was taken long back and hence there was no need to escalate the issue to a higher level. With reference to the below mentioned mail, I would like to mention here that the required action was taken long back and hence there was no need to escalate the issue to a higher level With reference to the below mentioned mail, I would like to mention here that the required action was taken long back and hence there was no need to escalate the issue to a higher level With reference to the below mentioned mail, I would like to mention here that the required action was taken long back and hence there was no need to escalate the issue to a higher level
With reference to the below mentioned mail, I would like to mention here that the required action was taken long back and hence there was no need to escalate the issue to a higher level With reference to the below mentioned mail, I would like to mention here that the required action was taken long back and hence there was no need to escalate the issue to a higher level With reference to the below mentioned mail.
Regards,XYZ
Call to Action
Implement these guidelines in your own email usage
It’s got to start with you Take this presentation to your
staff and request that they implement the guidelines
Himanshu Dhaga (Manager Training)
Questions & Comments
Himanshu Dhaga (Manager Training)
Thank YouThank You